Using Dispatcher Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Using Dispatcher Workspace

    Dispatcher Workspace is a configurable scheduling application designed to help ServiceNow customers efficiently route work to field service agents and monitor their performance. It includes the Dispatcher Dashboard and Dispatcher Workspace within the CSM/FSM Configurable Workspace. The Dispatcher Dashboard provides real-time operational data such as pending critical dispatch tasks, SLA breaches, agent schedules, presence status, and a dispatch map showing agent and task locations.

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    Key Features

    • Scheduling and Dispatching: Enables scheduling and dispatching of work order tasks with visibility into technician availability and schedules.
    • Task and Agent Card Customization: Allows customization of fields shown on task and agent cards to display relevant information.
    • Task Management: Supports flagging tasks for later attention, searching tasks, and managing work order tasks directly from the workspace or maps, including auto-assignment, time recording, information requests, and cancellations.
    • Agent Calendar Management: Provides views of technician schedules, assignments, personal events, and allows management of these calendars.
    • Geolocation and Dispatch Maps: Displays real-time locations of tasks and agents on maps, supporting route visualization and optimization for efficient task management.
    • Workforce Optimization Integration: Integrates with Workforce Optimization for Field Service to view schedules and assign tasks accordingly.
    • Appointment and Crew Management: Facilitates managing customer appointments from task forms, creating crews, assigning crews to tasks, and adding agents ad hoc.
    • Intelligent Task Recommendation: Enhances agent utilization by recommending tasks intelligently.

    Practical Benefits for ServiceNow Customers

    • Gain real-time visibility into field service operations and agent performance.
    • Improve scheduling accuracy and resource utilization by optimizing task routes and leveraging intelligent recommendations.
    • Customize workspace views to focus on the most relevant task and agent information.
    • Efficiently manage appointments, crews, and agent calendars to streamline field service delivery.
    • Ensure SLA compliance by monitoring associated SLA records for work orders.

    Dispatcher Workspace is a configurable scheduling application that enables you to efficiently route work to field service agents and monitor their performance.

    The CSM/FSM Configurable Workspace contains the Dispatcher Dashboard and Dispatcher Workspace.
    • The Dispatcher Dashboard is the home page and displays the real-time data of the operations and performance of field service agents across their assignments in your organization such as.
      • Statistics on critical pending dispatch tasks and SLAs breached.
      • Field service agents who are behind the schedule.
      • Instant visibility into the agents' presence status such as On site, Off shift, On Route etc.
      • Dispatch map with the visual indicators for location of the field service agents and work order tasks.
    • The Dispatcher Workspace facilitates the following tasks:
      • Schedule and dispatch work order tasks.
      • Apply filters to manage task visibility.
      • Personalize task cards with customized information.
      • View schedules and availability of technicians.
      • Monitor performance metrics of technicians.
      • View the locations of tasks and agents on the dispatch map.
    The following table provides an overview of the dispatcher's tasks in the Dispatcher Workspace.
    Table 1. Dispatcher tasks
    Task Description
    Customize information on task cards and agent cards Customize the fields to appear on the task and agent cards in the Dispatcher Workspace.
    Flag a work order task Flag tasks that you want to work on at a later time.
    Search work order tasks Search the tasks in the Dispatcher Workspace task panel.
    Manage work order tasks Manage work order tasks from Dispatcher Workspace, Dispatch map, and Task map. Track and monitor the real-time state of work order tasks. You can auto-assign tasks, record time, request more information, and cancel the work order task.
    Managing agent calendar Customer service agents and field service technicians can view and manage work schedules, assignments, and personal events in the agent calendar.
    Viewing agents and tasks in the Dispatcher Workspace map View tasks and agents in the field using geolocation data in the dispatch map.
    Viewing an agent's calendar View an agent's schedule, availability, personal events, and assigned or in-progress tasks
    Viewing an agent's calendar View SLA record for all the work order tasks that are associated with work orders that have SLAs.
    Show and optimize the agent task route in Dispatcher Workspace View an agent's scheduled task route on the dispatch map and optimizing task routes for efficient schedule and task management
    Use Workforce Optimization for Field Service View the agent's schedule and events from the Workforce Optimization for Field Service application and assign work order tasks accordingly.
    Manage appointments Manage customer appointments from work order task forms
    Manage crew operations Create and manage crews, assign crews to work order tasks, and adding ad hoc agents to a crew
    Intelligent Task Recommendation Improve agent utilization through intelligent task recommendations